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Real-time Monitors
The Enterprise Server continuously updates the real-time applications with telephone system data, and
simultaneously updates connected clients through Transmission Control Protocol-Internet Protocol (TCP/IP).
The real-time applications include Contact Center Client and WallBoarder. Supervisors and agents can view
real-time voice statistics in Contact Center Client and the phone availability of contact center and general
business employees. In contact centers that have the Multimedia Contact Center optional application,
supervisors and agents can view real-time voice, email, chat, and fax statistics. WallBoarder displays text
messages and contact center statistics on one or more Spectrum Light Emitting Diode (LED) reader boards
(wall signs). See “WallBoarder” on page227.
Contact Center Management integrates with Verint and OAISYS call recording software to enable 24/7 call
recording. Call recordings are appended to specific Lifecycle reports. See “Configuring call recording” on
page 82.
In addition to real-time monitors, Contact Center Client includes the following application areas:
• Network Monitor
Network Monitor provides information on the status of media server real-time data collection.
See “Network Monitor” on page321.
• Auditor
Using Auditor, supervisors can view the historical real-time events that occurred on a particular date,
in the sequence they occurred, at your own pace.
See “Auditor” on page 314.
• Management Console
Using Management Console, network administrators can restart services, administer the database,
and perform maintenance functions.
See “Management Console” on page55.
• Contact Center Chat
Contact Center Client provides instant messaging capabilities for both supervisors and agents and is
typically used by contact center employees. Contact Center Chat provides the online chat presence
of contact center employees, including Available, Offline, and Away. Agents can view the availability
and presence of other contact center employees before they transfer calls or send online chat
messages. With the Enterprise Presence / Chat Integration license, Contact Center Solutions
integrates with Microsoft® Office Live Communications Server 2005 and Office Communications
Server 2007 to provide enhanced presence.
See “Using Contact Center Chat” on page218.
The following optional applications and features reside in Contact Center Client:
• Interactive Contact Center
Interactive Contact Center is an optional application that enables supervisors to control the
availability of agents and ACD queues. Agents can log themselves on or off, and place themselves in
or remove themselves from Make Busy or Do Not Disturb.
See “Using Interactive Contact Center” on page 331.
• Interactive Visual Queue
Interactive Visual Queue is an optional application that enables agents to monitor calls within queues,
move calls from busy queues to less active queues, and call back abandoned callers.
See “Using Interactive Visual Queue” on page343.
• Contact Center PhoneSet Manager and Contact Center Softphone
Contact Center PhoneSet Manager and Contact Center Softphone are optional applications that
enable agents to use their desktop computers as IP-based phones.
See “Contact Center PhoneSet Manager and Contact Center Softphone” on page353.